Service Manager (Enhancement)

Job Description:

• Enhancement Pipeline:Full ownership of the lifecycle for all enhancement tickets ensuring they are properly scoped scheduled and deployed.

• Departmental Initiatives:Lead and manage internal projects designed to improve departmental processes technical capabilities or team workflows.

• Triage & Transition:Collaborate with Support teams to distinguish between standard incidents and new feature requests (enhancements).

• Strategic Reporting:Provide clear data-driven weekly and monthly reports on the progress status and timelines of all enhancements and initiatives.

• Cross-Functional Coordination:Act as the primary point of contact between support groups and development teams to ensure technical requirements are met and milestones are achieved.

• Project Management Experience:Proven background in PM is essential. You must be comfortable managing a high volume of small-to-mid-scale enhancements alongside larger departmental projects.

• SDLC Knowledge:A solid foundational understanding of theSoftware Development Life Cycle (SDLC)to effectively coordinate with development teams and manage release expectations.

• Technical Literacy:Ability to understand technical requirements and translate complex progress updates into clear summaries for stakeholders.

• Communication & Reporting:Strong ability to document processes and provide high-level visibility through structured reporting.

• Tools:Proficiency in Jira Confluence or similar project tracking and documentation platforms.

• Background:Experience in Application Support or IT Operations environments is highly preferred.

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